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ComponentsEngine
Availability2020.2 or later

Integration Overview

How the integration works

Example ServiceNow API Request

Sample incident creation call

Automatically Create ServiceNow Incidents

Configure HTTP Actions for tickets

Recommended Practices

Update and resolve existing incidents

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Overview

GermainUX alerts can automatically create incidents in ServiceNow, helping teams route detected issues into their existing incident-management workflows.

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Integration Overview

GermainUX integrates with ServiceNow through HTTP Actions and the ServiceNow Table API. The API supports creating, reading, updating, and deleting records in ServiceNow tables. For example, when a GermainUX SLA is breached, an HTTP Action can send a POST request that creates a ServiceNow incident containing details about the affected KPI, system, and threshold.

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Example ServiceNow API Request

The following request creates an incident through the ServiceNow Table API:
Do not include production credentials directly in scripts or configuration content. Store them in an approved credential configuration and reference them from the action.

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Automatically Create ServiceNow Incidents

Go to GermainUX Workspace > Automation > HTTP. This screen displays the available HTTP Actions and identifies those associated with SLAs. Select an existing action to edit it, or click + to open the HTTP Action wizard.

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1 Step 1: Configure the Action

Enter:
Click Next.

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2 Step 2: Configure the HTTP Request

Use the following request body:

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3 Step 3: Select the Trigger

Select the CPU Usage SLA that should trigger the HTTP Action. When the SLA is breached, GermainUX will submit the request and create a ServiceNow incident. Click Finish to save the configuration.
  • Use a dedicated ServiceNow integration account with the minimum required permissions.
  • Store authentication details in GermainUX credential references.
  • Apply an execution limit or quiet period to prevent duplicate incidents.
  • Include the affected system, KPI, SLA, current value, and Analysis Dashboard link in the incident.
  • Test the integration against a non-production ServiceNow instance before enabling it in production.
  • Verify that ServiceNow returns HTTP status 201 after successfully creating an incident.
The same approach can be extended to update, resolve, or enrich existing ServiceNow incidents.

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Get Help

Contact GermainUX Support

The Germain Team can help you set this up.

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The content of this document is proprietary to GERMAIN SOFTWARE LLC.